Delivery Guarantee FAQs

We're excited to offer Delivery Guarantee (DG), a package protection service provided by Seel. DG service offers your customers enhanced purchase security, protecting against theft, damage, and loss during shipment. 

We have gathered some questions you might have as well as questions your shoppers might have. We strongly encourage you to include shopper questions in an FAQ section on your Shipping page.

We also recommend including a link to Seel’s Terms & Conditions page on your Shipping page. You can find Seel’s Terms & Conditions here.

Questions You Might Have

• How much does package protection cost?
  • Package protection is calculated at 2% of the cart subtotal with a minimum fee of $0.98 USD. Shoppers pay this fee.
  • The fee amount will be displayed for the customer at checkout and will appear in the Order Summary on your Orders page.

• How does a customer submit a claim?
  • Customers will submit a claim through the Seel Resource Center. They can access this in two places: the Report an Issue link in their Protection Confirmation Email and their Order History page.
• Can customers purchase package protection for dropship orders?
  • Yes! Dropship orders will show the option to purchase package protection.
• What do I do if a customer reaches out to me about their protection?
  • You’ll need to direct them to Seel. We have an email template at the bottom of this article that contains the details they need.
• What happens to the delivery guarantee fee?
  • CommentSold will collect the fee once the order is marked as fulfilled. You will keep the sales tax for the fee for tax filing purposes.
• Do I have to claim sales tax on delivery guarantee fees?
  • Yes! Since package protection is a service you are offering to your customers, you will collect sales tax for Delivery Guarantee on orders where it’s been added.
  • The sales tax line item on an order with Delivery Guarantee will combine sales tax for the products AND sales tax for the fee. 
  • Avalara will calculate the tax rate and log it in their platform.
  • When tax time comes, you’ll see the Seel/DG tax code + sales tax amount collected for the service alongside the other tax codes that you collect sales tax for (products, etc.).
• What if a shopper wants to cancel their protection?
  • Customers can cancel Delivery Guarantee within 24 hours of placing their order. There is a callout and link at the top of their confirmation email that will assist them with this.
  • The cancellation will be done via Seel however it will trigger a refund of the fee + related sales tax from your shop. You will also see a status of Canceled Delivery Guarantee on the order summary on your Orders page.

Questions Your Customers Might Have

Feel free to copy these questions and add them to your Shipping Policy page on your website. 

• How do I opt for Delivery Guarantee protection?
  • You will see the option to purchase Delivery Guarantee protection during checkout. This option is added by default, so if you wish to remove it, you will need to disable the Delivery Guarantee toggle. Your protection preference during the first checkout will determine the settings for future orders:
    • If you opt in. Protection will be automatically applied to future orders.
    • If you opt out. Protection will be automatically turned off for future orders.
  • If you change your mind, you can always add or remove the protection during your checkout.
• Where do I submit a claim?
  • You can report an issue via the Seel Resolution Center.
• I changed my mind. Can I cancel my delivery guarantee?
  • You can cancel your package protection within 24 hours of placing your order. There’s a link to cancel protection at the top of the confirmation email you received from Seel.
• What should I do if my order arrived damaged?
  • If you purchased Delivery Guarantee with your order, you can report an issue within 7 days of delivery through the Seel Resolution Center. Log in with your email and order number or coverage ID from your confirmation email.
• What should I do if my order was stolen after delivery?
  • If you purchased Delivery Guarantee with your order, you can report an issue within 7 days of delivery through the Seel Resolution Center. Log in with your email and order number or coverage ID from your confirmation email.
• What should I do if my order was lost during delivery?
  • If you purchased Delivery Guarantee with your order, you can report a loss 30 days after placing your order through the Seel Resolution Center. Log in with your email and order number or coverage ID from your confirmation email.
• How long do I have to report a shipping issue?
  • If you purchased Delivery Guarantee with your order, you have 7 days from the date of delivery to report theft or damage and can report a loss for domestic orders between 30 and 60 days after placing the order.
• When will I receive my Delivery Guarantee payout?
  • If your shipping issue has been accepted, then it will be dependent on your method of payout.